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Eliminate Friction From Your Life
Your customers hate it, your employees despise it, and it touches nearly every area of your life.
Friction is a resistive force that slows down or prevents motion.
When it hinders motion, it causes you to expend extra energy to get things moving in the right direction.
Friction also causes components in contact with one another to heat up and wear out.
It applies to your human-machine — the portal into your daily activities.
Business Process Friction
Recently one of my team members assigned a task to a coworker. The task was confusing and added additional steps to our shipping procedure.
She delegated confusion, a sloppy handoff, and didn’t follow our Lean Thinking principle.
She created friction, which led to multiple conversations and a slower outcome.
Customer Experience Friction
Customers despise friction, which is why Amazon’s one-click checkout is such a success. They eliminated friction from the checkout process.
How can you make it easier to contact you, place an order, ask a question, and remove the friction from your ordering process?
